Complaints

This profile includes complaints for Blackbaud, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Blackbaud, Inc.

  65 Fairchild St Daniel Island, SC 29492-7505

• 

  Blackbaud, Inc.

  115 2nd Ave Waltham, MA 02451-1107

• 

  Blackbaud, Inc.

  115 2nd Ave Waltham, MA 02451-1107

• 

  YourCause

  2508 Highlander Way Carrollton, TX 75006

• 

  YourCause

  2508 Highlander Way Carrollton, TX 75006

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The non profit I work for, ** ** ***** ***** ******** High School, signed a multi year contract and paid $8,700.00 for FinancialEdge, one of Blackbaud's products. The person in charge of the implementation abruptly left the company, and the implementation never started, no services were received and we do not have access to the software. the $8,700.00 was never returned to the school. We did ask to have the $8,700.00 returned, and Blackbaud declined saying we could apply the fee to "another product". The school does use RaisersEdge, another Blackbaud product. I asked to apply the $8,700.00 to the RaisersEdge yearly fee. I was told no, and they stopped communicating with me. Now, a year later, Blackbaud is hounding us to pay the second year's subscription fee of $7,260.00 for a software we do not have. In reading through the contract, it says we must pay invoices for services rendered. We have had NO SERVICES RENDERED by Blackbaud in any way. The implementation was never started and we do not have access to the software. I have submitted 3 requests to have the FinancialEdge invoice voided because we never got any services and do not have access to the software. Every time they have not responded to my requests and terminated contact. Now they have sent us a "FINAL LETTER" saying that if we don't pay, all our active subscriptions (including RaisersEdge) will be terminated and all data in that software weill be DELETED. They are sending the invoice to a collection agency as well.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We entered into contract with Blackbaud full of excitement that they were the "all-in-one" online school management software for our small, non-profit special needs school. After describing our program and that all of our students are on state funding scholarships, their sales team gave us a big pitch, saying their products could easily address our needs and wants. Looking back, they clearly were just going for closing the sale because once we got locked in, the products they sold us either didn't work for our setting or in the way we needed them to. It became immediately clear that their products were for large academic and sports-focused schools, and didn't address state funding options at all, small school settings (80 students), let alone special education requirements. Multiple school staff, myself included, have invested hundreds of hours since we began with Blackbaud for problem-solving, tutorials and tech help. Regardless of this effort and commitment, we have only been able to use Blackbaud for the most basic of things – a glorified directory and attendance tracker. We sent a cancellation notice in writing 54 days prior to the renewal of our contract. Cancellations require 45 days’ notice and must be in writing, so we met that. Unfortunately, my contract says it spans 3 years, with an $11,000 payment due every year, and my cancellation was 1.8 years into that time span. They said it is not their policy to cancel contracts mid-term - they took no responsibility for their lack of contract fulfillment. They eventually sent me to their in-house collections, which said there was no getting out of paying, no reductions, no refunds. Finally, today, I received an intent to sue our school for the final $11,000 amount due plus late fees. Its incredibly insulting and wrong to pay for something that was never appropriate for our setting and that never actually worked. They need to be accountable for unethical sales tactics and for not supporting customer concerns.

• Initial Complaint

  Date:02/12/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blackbaud has not delievered on their scope of work in three years, yet expect us to pay an additional $44K. Repeated delays and lack of communication are habitual. Teh last statement response was three months after the request for review. We have asked that they terminate the contract, yet they refuse to terminate the contract nor respond.

• Initial Complaint

  Date:01/10/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After a previous Exec. Director retired and several staff transitions, communications with Blackbaud were not directed to the correct staff person. Blackbaud was emailing contract and invoice to an email address that does not (and never did) exist. After receiving a paper invoice finally in fall of 2023 (we had not received anything in the mail prior), staff notified Blackbaud in writing and over the phone that we no longer use nor want their services and wanted to cancel the contract. Blackbaud insists that none of our notice was within their 90days notice requirement, and that our 3-year contract is binding. We have had legal representation communicate with Blackbaud, and they refuse to address the fact that even after our notification in 2023, we are still receiving invoices. Our legal counsel has been in touch with the company through two different contacts at Blackbaud. While there was some movement to reduce our amount "owed", that now seems to have gone away while our dispute claim was processed. It seems that no two departments are connected and decisions at one do not transfer over to another. Our account is still in dispute, and I would like a speedy closure of this account and access to the right person so that we can negotiate the appropriate amount owed.

• Initial Complaint

  Date:01/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint as the trustee of the **** Irrevocable Living Trust (EIN #***********. The trust holds funds designated for the tuition payment of *********** *******, who is enrolled at Our Lady of Victory School for the 6th grade (Account #*************). The trust account contains sufficient funds, but due to miscommunication, the school has not received the tuition payment and has threatened expulsion. I have formally requested numerous times for the release and transfer of the tuition payment from the trust account held at BLACKBAUD tuition management to the school. However, there appears to be a delay in processing this request, which could result in a detrimental impact on the beneficiary, *********** *******, if the issue is not resolved promptly. To support my claim, I have included notarized documents verifying my authority as trustee, including: - Schedule A - Full Trustee Certificate - Front and back copies of the Trust Agreement These documents verify my fiduciary responsibility to manage the trust assets for the benefit of *********** *******, the beneficiary. The payment should be transferred immediately to settle the tuition obligation. **Resolution Sought** I am requesting the following: 1. Immediate release and transfer of the tuition payment from the **** Irrevocable Living Trust t* *** **** ** ******* School to cover the tuition for *********** *******. 2. Clear communication and resolution of any issues preventing the timely transfer of funds. 3. Confirmation from the school that *********** *******'s educational enrollment will not be jeopardized due to the miscommunication regarding payment. --- **Attachments** - Schedule A - Full Trustee Certificate - Front and back copies of the Trust Agreement Thank you for your prompt attention to this complaint. Please contact me if you need any additional documentation or clarification.

• Initial Complaint

  Date:01/07/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our organization has not received the services outlined in the contract. From the initial onboarding process to the ongoing maintenance of our data integrity, our experience has been consistently subpar. These issues have compounded over time, including the poor response to the data breach from 2020, where Blackbaud did not provide its’ customers proper notice and lack of clarity as to how the breach was handled. This remains a point of significant concern for our organization. We have been dissatisfied with the level of service provided by Blackbaud throughout our relationship, as evidenced by numerous internal failures in maintaining our data integrity by our team being required to maintain some data outside of the software and meeting the agreed-upon standards. Additionally, this created challenges where our organization had to manually issue tax receipts to donors who send donations via check or wire. We have also become aware that other organizations have similarly encountered significant challenges with Blackbaud’s service delivery. Regarding the termination of our agreement, we emphasized that our contract does not specify any restrictions preventing us from canceling the agreement, contrary to the assertions made by Customer Relationship Manager in prior communications. According to our agreement, to opt out of a renewel, we are required to provide a written notice 45 days before the date of execution (October 2024). This was submitted multiple times to RE. We have made every effort to address our concerns in good faith, attempting to resolve this amicably and cancel our contract. However, Blackbaud has consistently denied our request, has not adhered to the terms of the signed agreement, and failed to fulfill its obligations. The agreement states we have the ability to opt out of the renewal, which Blackbaud is not looking to honor.

• Initial Complaint

  Date:01/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blackbaud is attempting to keep ******* ****** ********* Project locked into a multi-year contract that we never agreed to. They claim to have emailed us an invoice in January 2023 and that we opened it, but we cannot find it. They then mailed us a paper invoice on May 30, 2023, which we did receive, for the year starting July 1, 2023. On that invoice it stated that if we wanted to cancel we had to do so 45 days in advance of the contract start date. This was clearly impossible since we received it 30 days prior. When we called to dispute this we were informed that it was now a 3 year contract and the costs were rising significantly each year. We never signed or agreed to this contract and stopped using their services at the end of our current, prepaid contract. They are unwilling to allow a cancellation based solely on the claim that we received the contract and no signature is necessary. This is called silent acceptance and is only allowed when the terms of the contract do not change materially. A contract changing from 1 year to 3 years is most definitely a material change in terms. They claim that because the email was opened we are bound to the 3 year contract. We have not used their product since the end of our pre-paid contract in 2023 and have clearly stated, repeatedly for 1.5 years, that we do not wish to be in their new 3 year contract with them. Blackbaud claims we owe them over $10,000 now (2 of the 3 years) and has sent us to collections. We are a very small non-profit and their behavior is nothing less than bullying. We kindly request the BBB's intervention and thorough investigation into this matter to ensure that this bullying behavior is corrected. We are seeking the following remedies: immediate release of any contractual / financial obligation to Blackbaud.

• Initial Complaint

  Date:12/06/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a payment over the phone for my kids tuition on November 25th. Said payment was received. Got an email today that I didn’t pay tuition and a $40 late fee added. I called customer service. They stated the system was down and they didn’t get the payment due to this and no they didn’t notify me it was not successful and said it was successfully completed. They also charged a fee for $30 saying the charge was unsuccessful and due to the banking institution that fee is added.

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Blackbaud is attempting to keep the CCC Foundation locked into a multi-year contract that we never agreed to. We never signed a contract and never received a notification of an autorenewal. We have attempted to cancel our agreement with them, following all of their cancelation protocols and deadlines, and they have refused to honor our request, claiming that we are bound by a contract. We have attempted to work with their leadership to resolve this issue; however, they are unwilling to allow a cancellation based solely on the claim that we received the contract and no signature is necessary. They have claimed that even if the contract notice was captured by the College's firewall and never delivered, we are still bound by the agreement of the contract. I have attached copies of invoices, email communications, and other documentation to hopefully show the timeline of events. Blackbaud has been absolutely atrocious to work with and we hope this complaint will help prevent this type of predatory, bullying behavior in the future.

• Initial Complaint

  Date:04/23/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our non-profit helps women and children coming out of homelessness and we started with Blackbaud site id 48272 in 2012. There were several executive directors for our organization and I took over in October of 2022. I found Blackbaud to be difficult to navigate, trainings were very costly, customer service was terrible, the site would crash on our most important fundraising days (Big Day of Giving and Giving Tuesday), and the newsletters were not modern and would often lose or change saved work; as a result of these issues, I had our bookkeeper inquire about canceling in August of 2023. We were told that we were on a month to month contract and could cancel at anytime. As a result of this conversation, we moved forward with a new donor management service. Our intent was to finish end of the year giving reports in Blackbaud and cancel in February. When we were ready to cancel we were told that there are no month to month contracts and we were locked in until 2026 with additional fees of $10,000 owed over the next two years!! We would have NEVER moved forward with a new system, knowing that we were locked in to Blackbaud. For the last two months we have attempted to work on resolution, but none has been offered. They are claiming that they sent one email on January 9, 2023, notifying us that we were locked in for the next three years. I have no record of this email and Blackbaud has only sent me a screenshot, no email forwarded. I have never signed anything or checked any boxes acknowledging consent to renew our contract terms. I am so upset that we will not use Blackbaud and $10,000 will be taken from our non-profit, directly impacting the families that we serve.